In eCommerce, returns aren’t just inevitable—they're a defining part of the customer experience. Done right, they’re not a problem—they’re an opportunity.
A smart, seamless returns process can build trust, boost loyalty, and even drive profitability. In fact, how you handle returns—before and after the sale—can set your brand apart and give you a real competitive edge.
According to research conducted by Whistl, returns in the UK eCommerce sector reached £4.2 billion in 2023. And, according to the National Retail Federation and Happy Returns, the average eCommerce return rate hit 16.9% in 2024, with some retailers seeing returns as high as 30%. And the cost to the business involved? Anywhere from 20% to 65% of the item's original value.
That’s why efficiency matters.
Why Returns Matters
The challenge arises when there is a gap between consumer expectations and business practices. For many shoppers, a generous return policy is crucial to their purchasing choices, with 76% considering free returns an essential factor in their shopping decisions.
However, returns incur costs for your business in terms of money, logistical support, and staffing. A large volume of returns can significantly impact revenue and supply chain operations. Nonetheless, retailers find themselves in a difficult position because 67% of customers report they would hesitate to make future purchases from a company after a negative return experience.
Returns, then, encompass more than just logistics; they represent a pivotal moment in your customer’s experience. A smooth, hassle-free return not only builds trust and encourages repeat purchases but also provides many additional benefits;
- Customer Satisfaction & Loyalty
A quick, easy return experience shows customers they’re valued—leading to stronger loyalty and repeat sales. - Trust & Transparency
Clear, accessible returns policies reduce uncertainty and make customers more confident in their buying decisions. - Positive Brand Image
Excellent returns handling boosts your reputation and turns one-time buyers into brand advocates. - Reduced Customer Effort
A streamlined system makes returns effortless, increasing customer retention and satisfaction.
- Product Feedback Loop
Returns data reveals patterns in product defects, sizing issues, or buyer preferences—helping you improve over time. - Operational Efficiency
Well-structured returns processes enhance inventory accuracy, lower costs, and reduce admin burden. - Sales Uplift
Shoppers are more likely to convert when they know they can return items easily, making a good returns policy a sales tool. - Minimised Negative Feedback
A smooth process can turn a potential complaint into a five-star review. - Lower Support Volume
Clear communication and easy-to-navigate processes reduce customer queries, freeing up your inbound contact centre team to handle more complex needs.
Many fast-growing businesses struggle to manage returns efficiently—especially when their systems haven’t kept up with rising sales. This may lead to delays or poor customer communication, resulting in frustration, negative reviews, and increased pressure on your customer service team.
That’s where Dawleys comes in. At Dawleys, we help businesses take the pain out of returns—turning a costly challenge into a powerful driver of customer satisfaction, brand loyalty, and operational success.
How Dawleys Helps Streamline Your Returns
We have a specialised return handling department to manage order fulfilment services, including inspection, restocking, and processing of returned items as needed. This means we can deliver comprehensive, scalable solutions tailored to your business and brand. Furthermore, we offer;
From pick and pack to restocking, we offer a full-circle solution for online order fulfilment and returns—removing the hassle from your workflow.
Our inbound contact centre is ready to support your customers across phone, email, and live chat—ensuring quick, professional assistance every step of the way.
Through outbound contact centre services, we update customers about their returns—reducing inbound calls and social media complaints.
Our trained Brand Ambassadors represent your company with care and consistency, ensuring every customer interaction aligns with your values.
Whether you're dealing with seasonal peaks or long-term growth, our customer service outsourcing and inventory management services scale with you without the need for internal hiring or infrastructure investment.
Ready to Take the Pain Out of Returns
Your returns process speaks volumes about your brand. When things go wrong, it’s your chance to get it right—and leave a lasting impression. With Dawleys, you deliver a high-quality, on-brand experience every time, from the packaging to the tone of voice.
Our tailored contact centre solutions and returns management services are designed to reduce the burden on your internal teams while elevating your customer service. So, if you're facing growing return volumes, patchy processes, or pressure on internal resources—it’s time for a better way.
Allow Dawleys to manage the returns, enabling you to concentrate on what truly matters: building your brand, delighting customers, and driving results.
Ready to turn returns into a competitive edge?
Let’s talk.